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Ofcom customer complaints | Your call is important to us, please hold
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The Lord Lucan
14-12-2013
Originally Posted by japaul:
“The sad part for me when I look at EE is the memory of how brilliant the pre FT Orange was. Contact certain Exec Office numbers and your problem was almost always sorted. Also it was not unknown for Hans Snook to pick up the phone...”

Well he was Mr Feng shui and Goldfish. Yeah Orange was a totally different beast back then, but so were other companies... Shareholders not customers (and staff?) are No1 now.
qasdfdsaq
14-12-2013
EE have been quite a technology orientated company and to be fair Orange was too. However Orange managed to be good at that and customer service pre-France Telecom, whereas EE have just gone straight for technological superiority and left customer relations behind a bit.

But it's rare to find corporate leadership that excels at technology and service at the same time, more often than not it's one or the other.
japaul
26-03-2014
Q4 2013 figures out today.

Complaints per 1,000 customers/connections (lower is better):

Orange: 0.12
T-Mobile: 0.11
Virgin Mobile: 0.07
Industry Average: 0.06
Vodafone: 0.05
Three: 0.03
O2: 0.03

O2 is a whisker ahead as less rounding gives it 0.0285 and Three (0.0325)

http://media.ofcom.org.uk/2014/03/26...nts-figures-2/
jabbamk1
26-03-2014
Q4 2013 results are in.
Looks like EE group received the most complaints.
Once again, Three is the most improved operator improving considerably in the past year 2 years from 0.19 down to 0.03. Even rivalling O2.

Number of complaints per 1000 customers for each network in Q4 2013 (Q3 2013)

Orange- 0.12 (0.12)
T-Mobile- 0.11 (0.13)
Virgin- 0.07 (0.09)
Average- 0.06 (0.07)
Vodafone- 0.05 (0.05)
Three- 0.033 (0.06)
O2 UK- 0.029 (0.03)
(Higher is worse)

EDIT: FFS JAPAUL!!!!!!! I spent too long formatting my post and you ninja'd me again!
thebennyboy
26-03-2014
Well these rumoured T&Cs changes by EE will be sure to increase complaints. That is if that does happen.
qasdfdsaq
26-03-2014
Wow, impressive. If 3's figures don't turn to crap in the next quarter thanks to their debacle of a 4G rollout, and O2's figures get hit as much as some people say it might by their contract RPI increase clause, we might finally see O2 knocked off the top spot...

Interestingly enough VM used to be considered a leader in customer service...

A quote from MT:

"It’s a remarkable turnaround for the company that regularly used to receive the most complaints in past quarters. Three’s number of complaints has been below the industry average (0.6) for the second consecutive quarter. O2 registered the lowest amount of complaints for the twelfth consecutive quarter."
japaul
27-03-2014
Looking at the monthlies it seems Three's improvement continued each month in the quarter and were by the tiniest amount ahead by December so could they well be top for this quarter if the trend continued.

Also maybe someone from EE or Ofcom has been looking at this thread as they've stopped us from getting the EE figures this time (and even removed the old ones).
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